Services

The definition of “to facilitate” is “to make easy”. Terri believes it is her job “to make easy” the process of setting goals, learning new skills, discovering missions and visions, etc. She works with many clients facilitating the development and launch of such initiatives as customer focused teams, internal marketing plans, deployment of the entertainment service mindset, interactive orientation sessions, reward and recognition programs. . . Terri often works with clients as a third-party facilitator, journeying teams through their own established meeting objectives.

This unique program enables Tucker Resources to identify the steps a customer must take to experience a client’s business. Terri utilizes the tools of customer surveying, shadowing, mystery shopping and self-appraisal to determine the areas of linkage and gap. She identifies areas where the services and experiences link with what the customer is expecting and the areas where the customer and the product miss each other. Clients such as Meyer Jabara Hotels, Dolly Parton’s Dixie Stampede, Ozark Scenic Tours (Ride The Ducks), Stone Hill Winery, The City of Branson, Missouri, to name a few, have employed Terri and her team to walk in the shoes of the customer and present that view to their teams. Often following the presentation, Tucker Resources will facilitate strategic planning meetings addressing the need to close gaps and celebrate linkages. What follows, through understanding, is front line and management willingness to accept ownership of each customer’s experience. . . each step of the way.

The personal stories of life in the field turn into valuable lessons on customer satisfaction in each of Terri’s training sessions. She works with her clients to tailor customer-focused training addressing specific desired outcomes. Topics within her repertoire include: ownership and accountability for customer service; striving to achieve not just the delivery of customer service, but also the achievement of customer satisfaction; mission statement actualization…actually giving it life instead of a home in a file cabinet; recovering the disgruntled customer; turning the customer into a guest; and creating positive verbal and non-verbal communication with customers (both inside and outside the organization). The main ingredient of each class is the personalized identification of the key positive actions each participant will take to make a favorable impact on the customer. Terri often works the customer satisfaction training portion into an overall training program for companies wishing additional learning and follow-up support.

Terri offers energetic, heartwarming and thought-provoking keynote addresses on the topics of goal setting, customer satisfaction, themed experiences, team building and winning in life even when it offers up adversity. Learning points always accompany the motivational elements, focusing listeners on taking steps forward toward goals, self-improvement and happiness. The presentations sometimes address the struggles she and her late husband faced while battling cancer. But the messages always center attendees on finding positive opportunities, emerging victorious. Terri believes, “Society defines many finish lines and we find ourselves measuring our success or failure by those predetermined markers. Life isn’t that neat and sometimes we have to define our own playing field and set our own goals in order to win… in our own unique ways.” Defining the finish lines within life is the key point Terri includes within most keynote addresses. Terri encompasses the concept of “customer satisfaction” within our personal lives as well, defining “customer” as “someone on whom we rely for our success.” This allows listeners to look at those important people in their lives as “customers” and consequently evaluate how well they “serve” them.

Comments from The Missouri Council for In-Home Services Leadership Conference

Wonderful! We need her in every agency, every hospital to make a difference.